The Indian Call Center Journey |
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"The call center business appears to be going the dot-com way with a lot of big names pumping in dough. Ultimately, only the fittest will survive." - A Mumbai based call center agent, in 2001. Call Centers Fare Badly
During 2000-01, over a hundred call centers were established in India ranging from 5000 sq. ft. to 100,000 sq. ft. in area involving investments of over Rs 12 bn. However, by early 2001, things seemed to have taken a totally different turn. The reality of the Indian call center experience was manifested in rows after rows of cubicles devoid of personnel in the call centers. There just was no business coming in. In centers which did retain the employees, they were seen sitting idle, waiting endlessly for the calls to come. Estimates indicated that the industry was saddled with idle capacity worth almost $ 75-100 mn. Owners of a substantial number of such centers were on the lookout for buyers.
1] National Association of Software and Services
Companies (NASSCOM) is the apex body and umbrella organization for IT Software
and Services industry in India |
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